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Are You Ready to Race to the Future?

Are You Ready to Race to the Future?

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Palm Zire - Hotsync no more!Do you remember the Palm Pilot? Billed as a “PDA” – a personal digital assistant, it was a phone with an address book, could read your writing and translate it into text and it could even do basic emailing if you worked it hard enough. In many ways it was ahead of its time.

Since that time I have had all kinds of phones – from functional mobile phones to various BlackBerry devices and iPhones. And each device has been a marked improvement on its predecessor. These devices are not just add-ons to the way we live anymore – they are part and parcel of our lives. And when we leave them behind, lose them or find ourselves out of coverage, it’s as though we have lost a limb. A really useful, vital limb.

But the most amazing thing about these devices is not the technology. It’s the changes in behaviour that have seeped into our lives driven by the technology. Think about it:

When we discover a new place for a weekend away, we …

We don’t just absorb the ambience, take a moment to write a letter or postcard to send to family and friends and open a celebratory bottle of sparkling. We check-in or claim the space on Foursquare and Facebook. We take a photo of the view, capture the latitude and longitude on our GPS and share the image via Instagram. That then gets pushed to Twitter. We make an update via social networks, take another snap of that cold glass of sparkling wine and let our friends know that we wish they were with us. Then we wait for responses – Likes, tips from other friends who have checked-in nearby and suggestions for delicious nearby takeaway. Meanwhile the sun sets (more photos, skyburn this time, you know you love it), another glass is poured and we feel warm knowing that even when we’re on the edge of civilisation that we are still connected. Sometimes, shock horror, the wifi drops out causing a moment of anguish (hashtag #firstworldproblems). But a quick router reset puts the world to right.

The thing is, that we are not only always-connected, it is almost a precondition for pleasure. Our personal compass has become gamified, socialised and part of a connected, data-driven personal empire. It’s like slide night at Aunty Pat’s – just on a grand scale. The question is how far can you go? How close can we get to the edge of a digital network. And if we step beyond, is our authentic experience real if it is not reported?

We race ever faster towards the future, but are we prepared for it? Have we thought our participation through – from an environmental, economic and ethical point of view? Have we considered the energy required to power this lifestyle? And what education do we need and what should be delivered to the coming generations? And what role does entrepreneurship play?

These “Six Es” form the theme of the Creative Innovation 2013 Asia Pacific conference. Held in Melbourne, 27-29 November, it features over 40 global leaders, innovators and thinkers. It’s your chance to join big and small business, entrepreneurs, educators, creative and government leaders,
emerging talent and leading thinkers from around the World, Asia and Australia.

Book any early bird tickets for Ci2013 before 15 September and save up to $615. And be sure to use the code E6 to secure a further 10% discount.

Palm Zire - Hotsync no more!Creative Commons License Ian Lamont via Compfight

 

New C-Suite Marketing Transformation Chief Customer Officer Chief Executive Officer Chief Marketing Officer

VMware defies conventional destiny - SDDC to the rescue

VMware defies conventional destiny - SDDC to the rescue

Attending VMWare's VMWorld conference this week in San Francisco was an interesting experience - we got to witness a lively ecosystem, a company with a strategy and really passionate - if not even cultishly loyal - user base. But where there is light there is also shadow - and we will describe both in this post.



Monday takeaways

VMWorld kicked off with the usual CEO keynote and Pat Gelsinger did a good job walking through the status and upcoming plans, in one of the most methodological and structured keynotes I have ever seen. Guess the chip engineer background does make a contribution to presentation style here.

Not surprisingly VMware keeps forging ahead with its server virtualization work - making vSphere 5.5 generally available in Q3 2013 - which amongst many other features - gives customers a better handle to deploy Hadoop atop of VMware (courtesy of project Serengeti). And not surprisingly the support for enterprise applications has been increased -  SAP and Oracle in the forefront - with a doubling of logical cores to 320, supported memory to 4 TB and a 50% increase in virtual CPUs to 3096. This will allow customer to move even  more ambitions payloads to be virtualization.

So far so good - steady state on constant improvement - the main thrust of VMware's R&D though will go into the creation of the Software defined data Center (SDDC) - by itself not too much of a surprise - given the Nicira acquisition and the need for a compelling overall data center strategy. And this of course triggers more complex and extensive management needs - as much more than the conventional server load is being virtualized. The new products are VMware NSX and VMware Virtual SAN, the former is expected to be GA in Q4 2013, the latter go to public beta in Q3 2013.  

Noticeable - especially in comparison to last year - was the absence of the so called end user products which had prominent keynote time last year. It looks to me as if VMware may have tried to buy time here - or realized the VMWorld audience is not the decision maker for this product category.

In contrary to end user products - Gelsinger / VMware did talk about hybrid cloud, brought Bill Fathers on stage - and Bill talked about the data center plans - which are now going to be 5 in North America (2 existing and one planned by VMware, and 2 in partnership - surprise, surprise -  with Savvis). Moreover VMware offers a connect service with a product called Direct Connect - the enablement on top is for disaster recovery and desktop as a service (DAAS). A good start - but much more is needed.  

And last but not least VMware re-iterated it's commitment to Pivotal and Cloud Foundry, both companies will work to deliver a commercially supported Pivotal CF PaaS - that can run both on vSphere and vCloud hybrid service. 

Feel free to check out the Storify tweet collection on the keynote here



Analyst & Press meeting takeaways

This turned out the be one of the better press and analyst meetings out there, with plenty of time for presentation and questions to all the key executives of VMware, kudos to the AR team. 

My key takeaways amongst a lot of good learning and information were



  • It was good to hear from VMware's strategist Shekar Ayyar that the investment is flowing into the three priorities of SDDC, hybrid cloud and end user computing. Overall VMware sees an addressable market of US$ 50B in 2016. 
  • The strong dependence of VMware on partners is both an opportunity and a challenge - lower sales costs, but the ecosystem needs to be treated well - and it apparently feels treated well. 
  • The relationship of VMware with OpenStack seems to get more and better clarified, with Raghu Raghuram clarifying interfacing strategies on a number of layers between the two offerings.
  • When I asked Bill Fathers on one of the strongest VMware hybrid cloud sales arguments - that VMware knows the loads in the private cloud better than anyone - and that they should therefore become the adviser on what loads to move to the public cloud when - I got a lot of agreement, but that this - for now - is a professional services opportunity only.  
  • The future of Socialcast remains in question - but Sanjay Poonen eased concerns here - but VMware still needs to flesh out more. To be fair - it was Poonen's 6th day with VMware and for that he did a formidable job.  
  • And finally I had the chance to ask Pat Gelsinger where he sees the growth for the likely reduction in compute virtualization revenue (no pushback here!) - and the answer was that in the short term it will be management, NSX and end user computing, then storage and then hybrid cloud. 
  • Lastly I found all VMware executives remarkably friendly, open and almost eager to answer even critical questions - not all analyst meetings are like that, other vendors take note.
Feel free to check out the Storify tweet collection on the keynote here
 

Tuesday Takeaways

The mornings keynote was different than in previous years - when it used to take a product and show me the features approach. So this year VMware tried to pitch new products in the real world scenario of the IT side pitching SDDC to the end user (ironically being played by Carl Eschenbach, VMWare's COO). Personally I liked the idea and execution very much - but was surprised that most of the audience did not - which reminded me that most of the audience lives and breathes very close to the compute virtualization. Not much pitching of a business case needed here - it's known and it's been done. 
 
Not surprisingly the press spin machine slowed down - with only three press releases - one on the Horizon product side that can now deploy desktops to vcloud hybrid service, partners can offer desktop as a service and there is extended smartphone support with new VMware ready smartphones. 
 
Buried in the VMware Cloud Management press release was the little fact that this product was the strongest growing product area of VMware - not surprising - but a good and key datapoint. 
 
And lastly a VMware and Cisco joined customer success press release - well not a surprise here again. 
 

There is money in virtualization

Nothing validates the ecosystem better than a visit of the showfloor. And with VMworld being in Moscone - the comparisons to other shows that take place there - like OpenWorld, Dreamforce, Build etc is easy. 
 
So what I am looking for are usually two things - interest by the attendance and marketing spend by the exhibitors... needless to say that the attendees were all over the place, but even more surprising was the marketing spend, that was way north of what you see even at much larger events like OpenWorld and Dreamforce. 
 
Usually I look at the ridgeline of the booths - and you usually see a Matterhorn like profile - with the organizer's booths being at the center. VMWorld however, had an Ayers Rock like profile - with a lot of multi storey booths reaching out far to the edges of Moscone East and only one row each on either side of the exhibition floor of poor man booths. 
 
Equally interesting - apart from the hypervisor competitors - everybody was there - the hardware vendors, the networking vendors, the data center management vendors, and the software vendors in the ecosystem. Yes, there is a lot of money in virtualization. 
 

Reality Check

As analysts we sometimes need to be careful not to live to much in the bubble that is created by Silicon Valley and by the constant briefings with cutting edge content by vendors. Many fellow analysts were wondering why to even attend VMWorld... as the VMware compute hypervisor revenue stream gets commoditized - and the move to public cloud would end VMware's stronghold on the corporate data center. 
 
But chatting informally with attendees, mostly while waiting in the queues catching a bus, pick a table at the attendee lunches, chat with them at appreciation events, poll the after seeing a demo on the show floor...  gives a sense for what is real in the customer base. And to my surprise from the over two dozen companies I spoke with - none had concrete plans to move to public cloud. Didn't even have applications running in the public cloud. The most I got was a beta of Office 365... 
 
And at the risk of running into a self fulfilling prophecy here - of course the VMWorld attendees are there, because they do have a significant compute load in their data center. But I was honestly surprised that there was so little public cloud reality at these randomly polled enterprises.
 

VMware's opportunities

As previously stated, VMware may have more time for the transformation than previously expected. But the main asset I see for VMware is, that the company has the deepest understanding of how onsite compute resources are used. It really comes back to that knowledge and finding a way to productize this going forward - in connection with the threat the public cloud poses for the company. 
 
More down the road - if VMware's gamble on SDDC starts to pay off - which is a potentially big IF - it has the opportunity to really build differentiating end user computing scenarios - think of e.g. secure social networking, the machine to social relationship, the hybrid cloud load balancing etc.
 
The other good news is, that VMware has a very loyal user base - I have not seen such a loyal and positive user base at a user conference since a long, long time. Sapphire conferences in the  middle 90ies maybe. 
 

VMware's challenges

Based on this, there maybe much more future on running hypervisors for compute in the corporate data center than previously expected. VMware's challenge is the pressure on these revenue streams. The good news is that the executive team is aware of these, acknowledges them and has now a bold strategy in place to move the corporate data center to the software defined data center. 
 
But to achieve this the company needs to master an aggressive product development agenda, mastering not only networking, but also storage virtualization. But ultimately the question will not be if VMware can deliver, but if VMware can deliver enough critical functionality in time to be a relevant player and keep off larger competitors like e.g. Cisco and Juniper for the networking virtualization. The acquired assets of Nicira help a lot here - but there is more work to do. 
 
Finally VMware needs to change the way it goes to market. Great to have a cultishly loyal user base and a very successful channel - but both will not win the battle for the SDDC. The user base is to far removed from the CxO level decision making about SDDC and the channel will have different options to play this game. And VMware's competitors have larger direct sales forces with entrenched relationships to the CIO. 
 

MyPOV

A very interesting VMWorld where VMware laid down an ambitions strategy to get the control of the SDDC. The company will have to change the way it sells to succeed with that strategy, which may change this show going forward - less geeks and more suites. Interesting marketing challenge. 
 
And it looks like VMware days are less counted than I thought, the threat of customer moving load to the public cloud is much less imminent than I suspected. So it will be less the the port to the public cloud, than the replacement of on premaise loads by cloud loads through a vendor switch, like ridding itself of an on premise CRM system and switching to salesforce.com, which poses a challenge to the VMware market. 
 
Finally a very ambitions product development agenda, but you can't fault VMware for that - and it's too early to call the state of progress on that. In the meantime the company deserves credit for going for it. We will have to check in approximately 6 months from now on progress of these plans. 
 
Tech Optimization vmware Oracle Microsoft SaaS PaaS IaaS Cloud Digital Transformation Disruptive Technology Enterprise IT Enterprise Acceleration Enterprise Software Next Gen Apps IoT Blockchain CRM ERP CCaaS UCaaS Collaboration Enterprise Service Chief Information Officer Chief Technology Officer Chief Information Security Officer Chief Data Officer Chief Executive Officer

A Cup of Chaos #80: Dino Prank

A Cup of Chaos #80: Dino Prank

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I have not done a cup of chaos on a Friday for sometime … but this just seemed too delicious to ignore.



raptorial elegance #2 Jes via Compfight

 

Marketing Transformation Chief Marketing Officer

Miley Cyrus, Syria's Chemical Weapons, and the Business of News

Miley Cyrus, Syria's Chemical Weapons, and the Business of News

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Let's use CNN, the self-proclaimed "Worldwide Leader in News" as a case study. The back-to-back headlines this week were: The imminent call to war on Syria by the U.S. and its allied nations; Miley Cyrus's VMA performance; and the 50th anniversary of Dr. Martin Luther King's epic "I Have a Dream" speech.

What's wrong with this picture?

In every hour's news loop, CNN chose to provide "expert" and detailed analysis of Miley Cyrus's VMA debacle: What did it mean? What was her motivation? What's the effect of the performance on the nation? CNN producers, in all their wisdom, deployed correspondent Jeanne Moos to pound the pavement to gauge the public's opinion on her performance. They equipped her with a foam finger, reminiscent of the finger used by Ms. Cyrus in her now famous performance with instructions to point it up for support or down for detractors. Serious journalism here.

You'd almost expect CNN's Anderson Cooper 360 to cover the story (even if it wasn't part of his "Ridiculist" segment), but to see Wolf Blitzer follow up sobering videos of Syrian citizens doused in chemical gasses with a gyrating Miley Cyrus, well, it's just plain wrong. Or is it?

On Tuesday, Piers Morgan opened his show with an in-depth panel discussion on the growing possibility of a war between Syria and the U.S. that included an intelligent debate about the legal justification for such action. That was followed up by an interview with Lora DiMaggio, the sister of James DiMaggio who made headlines during a nation-wide manhunt after kidnapping Hannah Anderson and (allegedly) killing her mother and brother.

Of course, the most logical follow up to this was the segment: "The History of Twerking" in which Mr. Morgan slammed those giving Cyrus credit for the "twerking" dance move. He vehemently argued that he's been seeing this dance performed in Caribbean nightclubs for the past 25 years. Yes, Piers Morgan is an expert in twerking. He concluded his arguments with the line: "I would not lie about something this important."

And speaking of experts, during the show Mr. Morgan chose to interview Morgan Spurlock, director of a documentary about U.K. boy band One Direction, asking about his views on Miley Cyrus and the marketing of celebrity. Then, naturally, he turned to Mr. Spurlock for his opinions on the crisis in Syria which resulted in the documentary film maker offering his recommendations to the U.S. government on exactly how to approach this situation. Granted, Mr. Spurlock has also made documentaries on Osama Bin Landen, which allowed him to travel extensively throughout the region, yet having a documentary film maker who just provided pop culture analysis also provide foreign policy advice does nothing but detract from the integrity of the news being broadcast.

We're Not In Kansas Anymore

Have we been sucked up by a cyclone and transported to some far-off mystical land where the salacious performance of a 20-year-old pop star receives equal attention by the news media and takes up equal space in the national consciousness when many western nations are about to send their men and women to war in a rapidly destabilizing part of the world?

How can Miley Cyrus be added to the news rotation alongside Syria's use of chemical weapons and the anniversary of Dr. Martin Luther King's historic "I have a dream" speech?

What I've had to re-learn this week, sadly, is that cable and network news is an entertainment business, not a public service -- with an emphasis on "business." Journalistic integrity is being supplanted with ratings and advertising revenues. News is really just about what sells, not what information is important to report. Like it or not, Miley Cyrus's performance is what people want to talk about. Don't believe it? Consider the fact that there were 306,000 tweets per minute sent on Twitter about the performance immediately preceding the airing and the social networks have been ablaze ever since.

Welcome to the social era. The only filter "news" agencies use today is entertainment and ratings. Watch -- and be informed -- at your own risk.

CORRECTION: This post previously stated that CNN's chief political correspondent Candy Crowley reported the reaction story about Miley Cyrus.

Marketing Transformation Innovation & Product-led Growth Chief Marketing Officer

Why Social Media Has Failed the Federal Election

Why Social Media Has Failed the Federal Election

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In the last federal election, social media showed its potential to engage and influence the voting public. We saw some tentative steps into the world of social media – some tweets, Facebook updates and the occasional blog post. And the public – largely ignored in terms of digital citizenry – leapt at the opportunity to not just join the conversation – but enter the debate.

Over time the the #auspol hashtag has become a hot bed of debate, opinion and – in the best tradition of Twitter – trolling. Over the last month alone, the #auspol hashtag has averaged around 20,000 tweets per day from an Australian Twitter population of only 2.1 million. This would indicate a level of intensity worthy of attention – especially given that the next Australian government is likely to be determined not by a popular or even representative vote – but by voters in a handful of marginal electorates.

auspol-tag

In the USA, the Obama campaign set a new standard for the effective use of social media. But while the Obama campaign, with its massive successes, legions of data scientists and programmers, seemed to signal a new way forward for digital citizenry, local efforts have missed the mark, employing immature and simplistic strategies that have failed to either capture the imagination of the public nor engage them in public debate.

In many ways, the social media performance across the election has been almost as lacklustre as the campaigns for the top job itself. As with most failures, the failure of social media to ignite the election has many fathers. Here are a few:

  • Believing that social is like other media: We often say that social media is “conversational”, but this doesn’t stop even experienced marketers from using social media as a form of broadcast media. Take a look, for example, at the following to follower ratio of almost any politician. How many direct conversations take place on their timeline? How engaged are they in conversations that are started by their followers? And how often do they share content that doesn’t directly feature them or their cause? In believing that social is like other media, politicians and their strategists are leaving votes on the table and leaving undecided voters uncared for and unloved.
  • Prioritising celebrity over relevance: While Kevin Rudd has run a largely Presidential style campaign in the media, this is less effective on social media. By contrast, Tony Abbott has presided over a campaign that prioritises a team of stars. But neither of these approaches work online because they tell the story of the team or the leader while ignoring the story of the voter. When you prioritise the celebrity of your participants rather than lionising your constituents, then your digital campaign is bound to fail. (And to be honest, this is a double failure for politicians, because good politicians understand the power of a constituency better than anyone.)
  • Confusing reach with impact: Having a large number of followers does not necessarily translate to votes. Creating reach through social media is just buys you a seat at the table. It allows you to engage in one-on-one conversation at scale. But just as brands learned the hard way, there is very little value in a Like and limited value in an audience you choose not to engage. R “Ray” Wang’s Nine Cs of Engagement should be required reading for any digital strategist – but be warned – it’s an effective framework but it requires considerable creativity and effort to execute.
  • Creating content not context: Sharing links can be useful, but unlikely to generate action unless there’s an acknowledgement of WIIFM (what’s in it for me). Context, however, is vital to providing relevance. Without addressing the context in which politicians operate, they are ignored or deemed irrelevant. This accounts for the significant levels of voter disengagement across the electorate in this election and is reflected well beyond social media in the endless stream of polling and opinion.
  • Preaching to the converted over engaging the convertible: Take a quick look at the last few tweets of your favourite politician. Consider the tone of voice. What is the topic and the language used? Are they pitching to you like they want a job – or are they writing like you know what they are talking about? In short – do they engage you like you’ve made up your mind or not? Almost every social media update has a partisan undertone. There’s a hidden nod or wink that really, you are “one of us”. You are on the team. And all the polling currently indicates that most Australians are fed up with both teams. Social media represents a great opportunity for politicians to “get closer” to the public – yet its execution is pushing voters further away. They’re preaching to the converted rather than seizing the opportunity to engage those who may yet be converted.
  • Facts are boring, engagement is sexy: The emergence of “fact checking” sites and teams has drawn a great deal of attention from the mainstream media. But there has never really been a question around the importance of facts – the question has always revolved around “whose fact is correct” – or can be relied upon. And that comes down to TRUST. In social media, a key determinant of trust is not related to fact but to engagement. And given that the currency of social media is engagement (not the number of “facts” that can be spouted), a great opportunity has been squandered.
  • Data is just data without insight: Much has been made of the use of data science and analytics in the devising of strategy. But there is little evidence that the data is informing or driving the strategy or refining the tactics of the political campaigns. Now, I am a fan of data – but without insight and human analysis – what I call synthalitics – data is not only useless, it’s dangerous and can lead to wrong decisions and worse outcomes.

In many ways, social media had the potential to turn this election on its head. A deeper understanding of the nature of social could, dare I say it, swayed the outcome considerably.

imvotingliberal-topsy

One only has to consider the massive impact that has been achieved through the newsjacking of the @ImVotingLiberal account and hashtag. For an account that has only a few followers, the conversation and engagement has been astounding. Now, imagine if some of the politicians of all persuasions came up with campaigns that engaged voters in this style of creative exchange. Imagine how much more vital, relevant and dare I say FUN would this election have been?

Followup: It seems that the @imvotingliberal account has been suspended.

Marketing Transformation Chief Customer Officer Chief Executive Officer Chief Marketing Officer

Constellation Lays Out The Future of Identity in a Seven Point Manifesto

Constellation Lays Out The Future of Identity in a Seven Point Manifesto

San Francisco, CA – August 28, 2013 Constellation Research, Inc. the research and advisory firm focused how disruptive technologies transform business models announced today the publication of “The Identity Manifesto: Seven Points on the Future of Identity” by Constellation Principal Analyst & CEO, R “Ray” Wang. This research report explores the future of identity and its implications for work, life and society. 

Identity often means many things to many people for good reasons. Traditional definitions of identity for the identity and access management professional have revolved around standards for authentication, access, authorization, and management. Key elements to the manifesto include:

  • B2B and B2C are dead. It’s a P2P and M2M world.
  • Users want identity the way they want it.
  • Identerati must move identity from geek to chic.
  • Context will drive future use cases.
  • Disruptive business requires identity.
  • Privacy isn’t dead.  It’s up to the identerati to guide us out of the morass.
  • New players are battling to orchestrate, manage and own your identity.

With the consumerization of technology, organizations realize that identity must have relevancy.  Why? The world can no longer be defined as business-to-business (B2B) or business-to-consumer (B2C).  In fact, the shift to a people-to-people (P2P) world changes the view on B2B and B2C as roles and relationships adjust with context.  The differences between b2b and b2c are contextual.

“The Future of Identity is a topic that spans across many business themes and must be addressed as we make the shift to a digital business environment,“ noted report author R “Ray” Wang.  “This is an area our clients find fundamental to their success.  Constellation intends to invest research resources in this area soon”

From customer experience to the future of work, Internet of things, matrix commerce and digital marketing, identity plays a key role in unifying people, process, technology and ecosystems.

As the battle for identity continues, commerce vendors, financial service entities, governments, hardware companies, social networks, software companies and telecom concerns seek the trust of users.  The result – a patchwork of trust agents will emerge to provide third-party trusted services.  Trust is the currency that enables identity. Transparency is the requirement.  The reputation economy foreshadows a world of authentic commerce or business.

Constellation recommends that market leaders take a C-A-R-E-based approach when approaching the future of identity.  Consider social logins for the enterprise.  Ask first when dealing with privacy. Raise the identity theft bar. Encourage emergence of independent trust agents.

This “big ideas” research report offers insight into how identity affects five of Constellation’s business oriented research themes: Digital Marketing Transformation, the Future of Work, the Next-Generation Customer Experience, Consumerization of IT, and Matrix Commerce.

 

THE REPORT
More information about “The Identity Manifesto: Seven Points on the Future of Identity” can be found here: http://constellationr.com/research/identity-manifesto-seven-points-future-identity

ABOUT R “Ray” Wang
R "Ray" Wang is the Principal Analyst and CEO at Constellation Research, Inc.  He's also the author of the popular enterprise software blog "A Software Insider’s Point of View". Ray's a prominent keynote speaker and research analyst working with clients on innovation, business model design, engagement strategies, customer experience, matrix commerce, and big data.  He advises Global 2000 companies on business strategy and technology selection.

COORDINATES
Profile
www.constellationr.com/users/rwang0
Twitter: @rwang0

Press Contacts:
Contact the Media and Influencers relations team at [email protected] for interviews with analysts.

Sales Contacts:
Contact our sales team at [email protected].

Future of Work Marketing Transformation Matrix Commerce New C-Suite Next-Generation Customer Experience Chief Customer Officer Chief Executive Officer Chief People Officer Chief Marketing Officer

Does it Really Matter if Ballmer Retires from Microsoft?

Does it Really Matter if Ballmer Retires from Microsoft?

"The higher a man stands on the social ladder, the more people he is connected with and the more power he has over others, the more evident is the predestination and inevitability of his every action."

-- Tolstoy, War and Peace

After 13 years as the CEO of Microsoft (NASDAQ MSFT), Steve Ballmer will retire in the next 12 months once his successor has been chosen. But will it make any difference? Microsoft has close to 100,000 employees, 1 billion customers, and $78 billion in revenue. The company's direction is pretty much set and its momentum can only be termed historic.

When Balmer joined Microsoft, the company had 30 people and its revenue were $7.5 million. It is conceivable the personality and will of a single individual could have a significant impact on the fortunes of a company of that size, but how can one person have that much influence on one hundred thousand employees, much less a billion customers? Microsoft is not the dominate company it once was not because of one individual but because of deeper historic trends. As Tolstoy points out in his novel War and Peace:

"We are forced to fall back on fatalism as an explanation of irrational events (that is to say, events the reasonableness of which we do not understand). The more we try to explain such events in history reasonably, the more unreasonable and incomprehensible do they become to us."

Why did Windows 8 fail? Was it because customers had all the features they needed in earlier versions, because tablets and smart phones are becoming the preferred platforms over desk tops and lap tops,  or because Balmer made some bad calls? No one today can really say, but Tolstoy provides some perspective:

"In historic events the so-called great men are labels giving names to events, and like labels they have but the smallest connection with the event itself. Every act of theirs, which appears to them an act of their own will, is in an historical sense involuntary and is related to the whole course of history."

Like Napoleon on Elba Island, in his retirement, Ballmer will no doubt ponder his role at Microsoft. If he reaches any conclusions we would be happy to publish them here.

Tech Optimization Chief Customer Officer Chief Executive Officer Chief Information Officer

Five Emerging Customer Service Investments To Consider

Five Emerging Customer Service Investments To Consider

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Late summer and early fall is often the time for many customer service organizations to develop an investment strategy for the coming year. I find that companies often struggle regarding the best place to invest in innovative applications due to the many options available.  Most customer service decision makers understand the many benefits of emerging technologies supporting their customer needs, but tight budgets often limit their ability to move forward with new investments.  My short list of five key technologies that support new revenues, lower service costs and provide compelling customer experiences include mobile application support, automated chat, real time analytics, big data analytics and video customer support. These customer service investments demonstrate quantifiable business benefits and provide valuable customer insight.

Although emerging applications offer a tremendous potential, the reality is that business decision leaders need to fully appreciate how these applications will transform their business and provide better customer engagement.  To build a business case, you first need to identify the key pain points of the current operations and quantify the cost of not doing anything.    The emerging applications provide savings in the following ways:

· Mobile app integration delivers support directly from the mobile app.  It provides faster response and interacts with the customer at the time of greatest interest.  It also provides a seamless customer experience from their mobile device.

· Real time analytics mines customer structured and unstructured data from customer cases and social interactions.  Analytics provide insights into a customer’s issues to improve service, personalize interactions and identify product problems. It also supports faster problem resolution for customers.

· Automated chat or virtual assistants offer help to online customers with advanced natural language speech solutions.  It lowers the cost for online support services and eliminates unnecessary calls for basic information.

· Big data collects, manages and analyzes customer data from multiple sources with informed decisions and customer insight. It improves customer satisfaction by better understanding a customer’s needs, help brands make educated decisions and sends alerts on trends and issues.

· Video customer service offers visual communications to smartphones and tables. It promotes customer intimacy and encourages real-time collaboration. It also supports remote expert access to facilitate problem solving and shorten problem resolution time.

Next-Generation Customer Experience Chief Customer Officer

Top 12 Sites For Free Cloud Computing & Enterprise Software Research

Top 12 Sites For Free Cloud Computing & Enterprise Software Research

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campusOne of the most common questions I get from students is where they can find free cloud computing and enterprise software research.

Few if any of my students work for companies who have subscriptions with the top analyst firms however.  A small group of students are working on a start-up on the side and want to absorb as much market data as they can.

Many of my former students are also in IT management roles, and when they become interested in a specific cloud computing or enterprise topic over time, they write me and ask if I have any data on their subject of interest.  I keep the following list updated from them too.   To serve all these students I’ve been adding to the list shown below for a number of years. None of these companies are current or past clients and I hold no equity positions in any of them.

The requests are so prevalent in global competitive strategy courses I distribute this list at the beginning of the semester with the following disclaimers.

  • Many of the cloud computing and enterprise software companies pay to have white papers written and research done.  Writing white papers and doing research for an enterprise software vendor client is a very lucrative business for many industry analyst firms.  Ethical industry analysts will often insist that a disclaimer be included in the white paper and on the website stating that they and their firms were hired to write the paper or do the research and publish the report.
  • The reports are intellectual property of the firms publishing them.  Enterprise software vendors often pay tens of thousands of dollars at a minimum for reprint rights and the right to provide them on their websites.  I advise my students to seek out the copyright and quote policies of the research firm of interest if they plan on re-using the graphics in any published materials or in their blog posts.  One for example, the Gartner Copyright and Quote Policy is shown here.
  • Pay attention to the methodologies used in each report and realize they change over time.  This is especially the case with the  Gartner Magic Quadrant and MarketScopes. Gartner has been very active this year in refining the Magic Quadrant methodology for example.

The following are the list of cloud computing and enterprise software vendor sites that offer free downloads of cloud computing and enterprise software research:

  • Amazon Web Services – Amazon has purchased re-print rights to the Gartner Magic Quadrant for Cloud Infrastructure as a Service written by Lydia Leong, Douglas Toombs, Bob Gill, Gregor Petri, Tiny Haynes published on August, 19, 2013 in addition to the latest reports from Forrester on enterprise public cloud platforms and enterprise cloud databases. Link:    https://aws.amazon.com/resources/analyst-reports/
  • BMC Software – Many free reports from Gartner, Forrester, The 451 Group and other research firms covering advanced performance analytics (APA), cloud computing, IT Service Management and long-term technology trends. Link: http://www.bmc.com/industry-analysts/reports/
  • Computer Associates – An extensive collection of cloud computing and enterprise software research organized into the following categories: cloud; data management; energy and sustainability management; IT automation; IT security; IT service management; mainframe; project and portfolio management; service assurance and virtual organizations.  CA requires opt-in on the latest research as they use this site as part of their lead generation strategy.  Link: http://www.ca.com/us/collateral/industry-analyst-reports.aspx
  • Cisco Systems -  Data Center and Virtualization; includes the latest Current Analysis, Forrester, Gartner, IDC, Lippis and Yankee Group research reports covering Big Data, blade servers, cloud computing, Hadoop, unified data centers and many other topics.  Be sure to click across the Computing, Network, Orchestration/Automation,  and Network Services tabs to find additional research:   Link: http://www.cisco.com/en/US/solutions/ns340/ns857/ns156/ns1094/analyst_reports.html
  • Hewlett-Packard – HP has invested primarily in networking-related analyst research including the latest studies and market frameworks from Forrester, Gartner, IDC and Infonetics Research.  Link: http://h17007.www1.hp.com/us/en/networking/ar/index.aspx#.Uhp-ERufg-J
  • Intel – Organized around the topic of designing a data center for the cloud, Intel is providing a series of research studies, reports, white papers and videos that provide insights into virtualization, networking, mobility and Intel-based servers running cloud architectures.  Link:  http://www.intel.com/content/www/us/en/cloud-computing/cloud-computing-analyst-reports.html
  • Microsoft – Balancing the need to support their enterprise applications today and create demand for cloud-based initiatives now and in the future, Microsoft’s series of analyst reports reflect their evolving business model.  Microsoft has licensed the latest research from Enterprise Strategy Group (ESDG), Forrester, Gartner, IDC, Ovum, Yankee Group and others listed on this site. Link: https://www.microsoft.com/en-us/news/itanalyst/
  • Oracle - The most comprehensive collection of industry analyst research online for any enterprise software vendor, Oracle has hundreds of research reports available for viewing under their reprint licenses for free, and also for download.  The reports are organized into corporate, infrastructure, systems, services, solutions, industries, enterprise applications and regions.     Link: http://www.oracle.com/us/corporate/analystreports/index.html
  • Progress Software – Extensive collection of research from Bloor, Forrester, Gartner, IDC, Tabb Group, Ovum and other research firms are available for download from this site. Link:  http://www.progress.com/en/inthenews/analyst-reports.html
  • SAS – The most extensive and well-organized online collection of analyst research on analytics and business intelligence (BI) available, SAS makes research available from fifteen analyst firms across six industries on this area of their website.  You can find the SAS Analyst Viewpoints section of their website here: http://www.sas.com/news/analysts/
  • Symantec – Provides downloadable analyst reports in the areas of risk and compliance, endpoint security and management, information and identity protection, messaging security, backup and archiving, storage and availability management, services and emerging trends.  ESG, Info-Tech Research Group, Forrester, Gartner and IDC reports are on this page for download. Link: http://www.symantec.com/about/industryanalysts/analystreports.jsp
  • Teradata – Extensive collection of industry analysis and research organized into the sections of Active Data Warehousing, Active Enterprise Intelligence, Enterprise Data Warehousing, Teradata Analytical Ecosystem and Teradata Integration Analytics.  The latest market frameworks from Gartner, Forrester, IDC and other research firms are available for download.  Link:   http://www.teradata.com/analyst-reports/

Filed under: Amazon Web Services, Cloud Computing, Louis Columbus' blog, SaaS Forecasts Tagged: Amazon Web Services, Cisco, Cloud Computing, cloud computing landscape, Enterprise Resource Planning, enterprise software companies, enterprise software vendor, enterprise software vendors, ERP, Forrester Research, HP, IDC SaaS Forecasts, Intel, Louis Columbus' blog, Microsoft, Oracle, Progress Software, SAP, SAS, Selling SaaS Applications, software, Software-as-a-Service, Symantec, technology

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Microsoft does not need one new CEO - but six

Microsoft does not need one new CEO - but six

After a very long 12 years it looks like Steve Ballmer is calling its quits at the helm of Microsoft. Actually it will be 13 or years when he retires. 

No need to add to the speculation on possible successors - internal, external etc. the question really shareholders should be asking is - can you find an individual to successfully lead the diverse Microsoft businesses? Are they potentially not synergistic to each other? And ultimately - would Microsoft being split into separate businesses not be a better return for shareholders?

To give credit to Steve Ballmer (and Bill Gates who may becoming more prominent these days and coming months in Redmond, after all he is getting into the age where most managers become CEOs...) - they tried to sort this out by focusing on devices and services. But that was too abstract and the devices are too diverse - it's different to sell smartphones vs game consoles - and the service portfolio was too wide, too - provisioning servers in Azure is different than taking orders in Dynamics.

So time to untangle Microsoft - here are the suggestions...

  • Operating systems (Windows in all its flavors)

  • Cloud (Azure)

  • Productivity (Office, outlook.com etc)

  • Business Applications (Dynamics et al)

  • Gaming (XBox & co)

  • Consumer Products (if you like keep venturing with the Surface, maybe a phone etc). 

Now, finding a CEO is never easy - but if you think about it  - it's much easier to find six CEOs for the above entities than for all or Microsoft. And you make keep some in place that are running entities that are similar to the above - like e.g. Nadella for cloud and Tatarinov for Dynamics.

And you could still cross license, subsidize across these entities. But each of them would be able to position themselves with their own marketing, decide where to sell with their own sales force, build their own products, have their unique support experience, select their best partners etc. And you could still have perfect fights over cross charges and bad delivery and partnership - in short keep the press entertained.

Finally - and this is all speculation of course - I think investors will trust more and hence vote with their security purchases - into the six entities - than into Microsoft as a hole. Microsoft running on full steam with six entities as it's offspring - may achieve more for customers, partners, employees and mankind than the behemoth it sometimes is these days.

Now I can only hope Bill Gate reads this...

Missed my takeaways from Build 2013? Read them here

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